SAP Support Head

Zoho; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

STAR INTELLISOFT SERVICES PRIVATE LIMITED is seeking an experienced SAP Head to lead the SAP S/4HANA AMS and Support Center. The role requires 12+ years of SAP experience, with at least 5 years in a leadership capacity, and deep expertise in SAP SD/MM/FICO.

You will own end-to-end AMS operations, manage contracts, SLAs, budgets, and governance while mentoring a team of SAP consultants to deliver high-quality service and customer satisfaction.

Qualifications

• 12+ years of overall SAP experience.
• Minimum 5 years as SAP Support Lead/AMS Lead/Head.
• Hands-on SAP S/4HANA Support and AMS operations.
• Strong understanding of SAP SD, MM or FICO and processes.
• Experience managing large support teams, SLAs, KPIs, and governance.
• Exposure to ITSM tools and customer-facing delivery.

Responsibilities

• Lead and manage the SAP S/4HANA Support Center and ensure service quality.
• Own end-to-end SAP AMS operations including incidents and changes.
• Serve as SPOC for SAP support across customers and internal teams.
• Manage contracts, SLAs, budgeting, and profitability of engagements.
• Define support models and ensure adherence to service levels.
• Drive process improvements, governance, and ITSM maturity.
• Mentor SAP consultants and build team capability.
• Review ticket trends and implement preventive actions.
• Collaborate with Sales/Delivery to expand AMS opportunities.
• Present periodic reviews, SLA dashboards to customers/management.
• Manage escalations, risks, and service continuity.

Skills

SAP SD

SAP MM

SAP FICO

S/4HANA

AMS operations

Stakeholder mgmt

Team leadership

Education

Bachelor's degree in Eng/CS/IT/Finance

Tools

ServiceNow

Jira

Freshservice

Remedy

Job description

STAR INTELLISOFT SERVICES PRIVATE LIMITED | Full time

We are seeking an experienced SAP Support Head to lead and manage our SAP S/4HANA Application Management Services (AMS) and Support Center. The ideal candidate should have 12+ years of overall SAP experience, including at least 5 years in a SAP Support Lead/Head role, with strong expertise in SAP SD, MM, or FICO modules and proven experience in managing large-scale SAP support engagements, teams, SLAs, and customer relationships.

Key Responsibilities

Lead and manage the SAP S/4HANA Support Center, ensuring high-quality service delivery and customer satisfaction.

Own end-to-end SAP AMS operations including incident, problem, change, release, capacity, and performance management.

Act as the Single Point of Contact (SPOC) for SAP support services across customers and internal stakeholders.

Manage support contracts, SLAs, resource planning, budgeting, utilization, and profitability of support engagements.

Define support models, estimate support effort, and ensure adherence to agreed service levels.

Drive continuous improvement in support processes, governance, reporting, and ITSM practices.

Lead and mentor a team of SAP consultants, ensuring capability development and operational excellence.

Review ticket trends, identify improvement opportunities, and implement preventive and corrective actions.

Collaborate with Sales and Delivery teams to support pre-sales activities and expand AMS opportunities within existing and new accounts.

Prepare and present periodic service reviews, SLA reports, and operational dashboards to customers and management.

Manage customer escalations, risks, and service continuity plans effectively.

Required Skills & Experience

12+ years of overall SAP experience with strong expertise in SAP SD, MM, or FICO.

Minimum 5 years of experience as SAP Support Lead, AMS Lead, Service Delivery Manager, or Support Head.

Strong hands-on experience in SAP S/4HANA Support and AMS operations.

Good understanding of SAP business processes, configuration, master data, transactions, and integration points.

Experience managing large support teams, multiple customers, SLAs, KPIs, and support governance.

Hands-on experience with ticketing and ITSM tools such as ServiceNow, Jira, Freshservice, Remedy, or equivalent.

Strong stakeholder management, customer engagement, escalation management, and service delivery capabilities.

Experience in resource planning, utilization management, budgeting, and support contract management.

Excellent communication, leadership, presentation, and team management skills.

Preferred Qualifications

SAP Certification in SD, MM, or FICO.

Exposure to SAP Fiori applications and SAP support best practices.

Experience in transitioning customers into AMS support models and managing global support engagements.

Bachelor's Degree in Engineering, Computer Science, Information Technology, Commerce, Finance, or a related field.